Frontier Airlines

Frontier offers cheap flights regularly. I once found a flight for $9 from MCO-ISP. I didn’t think that it was fair to offer a credit, but if the travel date you select has for example a $9 flight, the rest of my money would be lost to the business. John with Frontier advised to go online and to read the cancellation policy. The policy did not specifically state that I could only use my credit towards a flight of equal or greater value, or the rest of my credit would be lost. John then transferred me to a supervisor, after waiting almost an hour (just to speak with a supervisor). The supervisor began the conversation with again, stating that they could not issue a refund and/or guarantee that my credit would not be wasted if I found a cheaper flight. I explained that John advised for me to look up the policy and I then explained to her that the policy doesn’t state that my credit would be partially lost if I were to find a cheaper flight than what my credit is for.

She kept referring to the policy and I kept explaining what my concern was within the policy and how I did not want to lose any of my credit. She then started to become slightly irritated and insulted me by saying that the policy is written in plain English if I were to read it. I advised her that she did in fact insult me with her highly offensive comment. I felt it was extremely rude, offensive and highly unprofessional (as I am in the customer service field as well). She explained that I wasn’t going to get what I wanted from the company and that there wasn’t anything she can do for me. I advised her that my entire family and I fly with Frontier often and that every time I have an issue and/or concern, it is always resolved by one of the agents or supervisors. I’ve gotten monetary compensation as well as flight adjustments through the company on a number of occasions where there might of been errors with their system, flights, last minute emergencies, etc.

She totally disregarded what I had just explained and she again stated that she couldn’t assist me with my issue/concern. I advised her that she could potentially be losing not only one customer, but my entire family as well (we do lots of business with the company and my fiancé travels through frontier multiple times a month). She thanked me and proceeded to close out the conversation with no regard to what I had stated. I then called my bank to reverse the charge. They were more than understanding and explained that due to the special circumstances regarding the outbreak of the COVID-19, they were working especially hard to resolve issues regarding refunds from businesses. I’m very taken back and am very displeased with the service from Frontier Airlines. Especially at a time of crisis in not only our country, but all over the world.

I would expect much more from an airline at a time like this, especially since I’ve always gotten great service from them in the past. I was not expecting this outcome, especially since I was asking for something very minor. I just wanted the funds that I’ve spent to be fully credited back to me when I decide to fly again. Sadly, my family and I will not be flying with this airline again due to the poor/unfair supposed credit policy as well as the unprofessional, insulting and distasteful behavior/service that was provided to be by a supervisor. Although I will not be flying with the airline any longer, I hope that they do one day consider a fair credit policy for the sake of future travelers.

When he returned, he told us that he could not provide that information to protect the privacy of the traveler. Really!!! We informed him, that whoever booked the ticket, did so by using our credit card number without our permission. We then asked to speak to a supervisor twice and he said the supervisor was not available and then he said they would tell us the same thing. We then told him we no longer wanted to speak to him and then he said he would not transfer us to a supervisor until we verified our name. We had verified our name when we called but was told that he would not transfer us until we verified it again.

We then spoke to the supervisor and she told us that it would violate the traveler’s privacy if she gave us the information of the passenger. We went back and forth about this for about five minutes and finally asked her if she could cancel the reservation because our card was used illegally. She told us that she could not cancel the reservation because we did not have the confirmation number or name of the passenger. We would need to contact our back to get a refund.

This has been our first and last experience with this company. We have never flown or associated with Frontier Airlines and after this experience, we never will. We were on the phone with customer service for approximately 35 minutes and this situation was just brushed off and we were encouraged to take it up with our bank. This is not an appropriate resolution for the situation.

I hope they can live off the money for two tickets vs having a person tell every business traveler he knows to stay away from these people. They don't care about customers. They just want your money. My advice is don't book through Travelocity and don't book on Frontier airline. Neither one has any interest in making sure your travel plans work. They seem to just want your money.

I had a very important work event the next morning and by the time I got to the line the only flight left that night that landed in LAX, over an hour away from Ontario was booked and they would not compensate me for anything. I had to spend 400 dollars catching a flight out that night on Southwest so I can make this trip. A couple of weeks later I attempted to call customer service for any sort of compensation for my $342 flight plus paying $250 for seat upgrade since leg room in little to none- $590 total not including the $400 I spent catching another flight. I received $88 in return the following week BUTTT worse part- then I checked my credit card and saw they charged me $97 for no reason 3 days before giving me my refund!!!

When I called to ask them why they charged me they had no excuse only that they would put that back in my card in 7 days! Pretty much they tried to charge me and then “refund” me so they wouldn’t come out of pocket and hope I didn’t see the charge!!! Complete thieves and the most shady crap I’ve ever seen. In conclusion I would never recommend Frontier to anyone and I feel bad for their employees because if they keep pulling this crap, they will do out of business very soon and a lot of people would be out of a job.